plantemoran.com Enterprise E911 A Primer

Transcription

1 plantemoran.com Enterprise E911 A Primer

2 Why Worry About E911?

3 Why Worry? Increased capabilities of IP Telephony: Enhanced networking capabilities Quick & Easy phone MAC s Share Trunk Groups Single Virtual telephone environments Easy to create

4 Why Worry? Litmus Test: When a user dials 911 will their call go to the correct dispatch center? When a user dials 911 will the dispatch center get the proper information for the call? If emergency responders are dispatched is it reasonable they will be able to find the caller if no one is there to guide them to the caller?

5 Why Worry? State Regulation Some States have 911 regulations affecting telephone system requirements Reasonable Prudence Lack of regulation may not waive liability

6 Why Worry? Enterprise E911 Applications & Services Designed to deliver: Customized & Detailed location information Via: CPE solutions/hosted solutions Via: PS-ALI (carrier) solutions

7 Key 911 Terms

8 Key 911 Terms PSAP ANI Public Safety Answering Point (Dispatch Center) Automatic Number Identification ALI Automatic Location Identification Wireline Enhanced 911 Calls route to PSAP with ANI and ALI

9 Key 911 Terms Emergency Service Number (ESN) Master Street Address Guide (MSAG) A code that identifies the geographic zone the caller is from and matches it to the PSAP responsible to take the call A database maintained by the municipality/county to identify all valid addresses within their community and associates these with an ESNumber/ESZone

10 What is E911 Capability?

11 PS-ALI Service / E911 Capability Purpose: To allow an enterprise telephone system to provide detailed ALI information (building/floor/office) beyond the ALI assigned to the trunk being used to call 911

12 PS-ALI Service / E911 Capability Telephone system application - E911 Capability Standard capability Optional capability Separate software package

13 PS-ALI Service / E911 Capability PS-ALI service Your private ALI information must be interfaced to the public 911 network ILEC PS-ALI Service (e.g., AT&T 911 Locator ID) serves as the interface to the public 911 network

14 PS-ALI Service / E911 Capability Without E911 Capability - Campus Network BLDG 1 BLDG BLDG 2 PSTN ANI: Main # or DID # ALI: BLDG 2 Address

15 PS-ALI Service / E911 Capability With E911 Capability - Building and Floor BLDG 1 BLDG BLDG 2 PSTN ANI: Main # for 3 rd Floor or DID # ALI: BLDG 1 and 3 rd Foor PS-ALI Records:

16 PS-ALI Service / E911 Capability With E911 Capability - Building, Floor, Office BLDG 1 BLDG BLDG 2 PSTN ANI: DID # ALI: BLDG 1 and Office 306 PS-ALI Records:

17 911 Call Processing

18 The E911 Network

19 911 Call Processing Potentially OK: Trunks seized by caller dialing 911 are associated with their building PSAP receives ANI/ALI associated with the caller s location

20 911 Call Processing Potentially Not OK: A single building environment that is: Very large / Very complex Multiple floors PSAP receives ANI/ALI associated with the caller s location but may not be able to find the caller upon arrival Campus environment with multiple buildings but only one DEMARC PSAP receives ANI/ALI associated with the campus Networked environment that serves multiple buildings (MAN/WAN) Some/All buildings have access to only hub trunks

21 911 Call Processing Typical PSAP Protocol Confirm ALI with Caller Hang Ups / Dropped Calls Call back using ANI to confirm emergency RNA? Dispatch a responder to the ALI location

22 911 Call Processing Use of Analog Trunks to ID Multi-Site 911 calls Two trunks per site Assumes: DEMARC exists at each building Each site equipped with system/gateway that supports CO/FXO connection Each system/gateway supports routing its site s users to the 911 trunk group Each system/gateway can support ringing appearance of a call on either 911 line if Dispatch calls back

23 911 Call Processing State Law governs 911 regulations Sixteen states, including Alaska, have legislation with potential to affect enterprise telephone system design (as of Q1 2009) State Status of MLTS/PBX Legislation

24 Customizing 911 The Tools

25 Customizing 911 The Tools ANI drives the 911 call process ANI passes through network Determines which PSAP gets the call Determines which address record is looked up & presented to PSAP

26 Customizing 911 The Tools Enterprise E911 Telephone system application Allows the ANI on a 911 call to be customized Assign Pseudo-ANI Group proximate users share a single Pseudo-ANI Minimize number of PS-ALI records Simplifies Administration

27 Customizing 911 The Tools PS-ALI Service Carrier application Allows you to customize the ALI associated with an ANI Private customer has interface to carrier s ALI DB Private customer can script ALI information Price is typically related to number of records

28 Understanding the E911 Application

29 Understanding the E911 Application Without E911 application 100% use of PS-ALI service Each user = Separate record Unique DID/ANI Unique ALI Expensive Burdensome to administer MAC updates

30 Understanding the E911 Application With E911 application PS-DID users are grouped into Zones Emergency Response Location (ERL) DID users share a custom DID for their Zone when calling 911 Emergency Location Identification Number (ELIN) Customer Emergency Service ID (CESID)

31 Understanding the E911 Application With E911 application (cont.) Reduces number of PS-ALI records required Easier System Administration (MAC s)

32 Understanding the E911 Application Potential drawbacks Pseudo-ANI is typically delivered to PSAP not true DID number Pseudo-ANI should ring to a manned station (call backs) Where a separate server provides the E911 applications a server failure may result in default trunk information Redundant server to mitigate risk

33 Understanding the E911 Application Additional Benefits Real time notification a 911 call was placed Notify up to several users Alert/ /Phone Call Who made the call Bridge the in-progress call Automatic administration of IP telephony MAC s Subnet assignment or Layer 2 information = ELIN assignment

34 Understanding the E911 Application Cisco Unified Communications Manager Cisco Emergency Responder (CER) Server approach (redundancy available) Loss of server = 911 calls process using default trunk information Real time notification of 911 calls Automatic management of IP telephony MAC s

35 Understanding the E911 Application Avaya Communications Manager 5.0 Enhanced 911 is embedded in the generic SW Standard feature No separate server Real time notification of 911 calls ( Crisis Alert ) Capable of monitoring and recording crisis calls When using zones will present PSAP with pseudo or true ANI Automatic management of IP telephony MAC s

36 Understanding the E911 Application Nortel CS1000 Emergency Services Access (ESA) is embedded in the generic SW Standard functionality: define by subnets Optional functionality: define by switch or port Requires third party: etelemetry Locate911 Linux appliance to map data network and track IP phones May require an appliance but No Point of Failure Real time notification of 911 calls (one license at no cost) When using zones can tie back to true ANI Automatic management of IP telephony MAC s

37 Understanding the E911 Application Mitel 3300 ICP Basic E911 functionality in generic SW Enhanced functionality: Emergency Response Advisor Separate server Maps data network and tracks IP phones May require a separate server Real time notification of 911 calls Automatic management of IP telephony MAC s

38 Understanding the E911 Application NEC SV 8300 / SV 8500 Basic E911 functionality in generic SW Enhanced functionality: Amcom Enterprise Alert Separate server (up to 100 LAN switches per server) Maps data network and tracks IP phones May require a separate server Loss of server = 911 calls process using default trunk information Redundant server option available Real time notification of 911 calls Automatic management of IP telephony MAC s

39 Understanding the E911 Application Siemens Openscape Voice Application (HiPath 8000) Enhanced 911 is embedded in the generic SW Standard feature: E911 Tables Tracking of Zones by Subnet Tracking by LAN switch or port requires Third Party Application No separate server No Real time notification of 911 calls Automatic management of IP telephony MAC s

40 Understanding the E911 Application Shoretel Unified Communications Solution Basic E911 functionality in generic SW Enhanced E911 functionality Third Party Provider: ConneXon Telecom s 911 Enable Emergency Routing Service Offers CPE and Hosted approach Third Party CPE: Requires separate server Third Party Hosted: Trunk connection to 911 Enable s NOC Automatic management of IP telephony MAC s

41 Understanding the E911 Application 3Com VCX (Connect 100/200, V7000 Enterprise, Unified Communications on IBM System) Third Party: ConneXon Telecom s 911 Enable Requires separate server Automatic management of IP telephony MAC s

42 Understanding the E911 Application Aastra Clearspan Third Party: ConneXon Telecom s 911 Enable Requires redundant Location Information Servers Zones are defined by Subnet Definitions to LAN switch or port are planned for future release Real time notification of 911 calls Automatic management of IP telephony MAC s

43 Understanding the E911 Application Third Party Providers CPE and Hosted Solutions 911 Enable 911 ETC Amcom etelemetry Red Sky

44 Understanding PS-ALI Service

45 Understanding PS-ALI Service PS-ALI = Access to the real 911 ALI database Typically: ILEC s/clec s offer this service AT&T, Verizon, Qwest, Cincinnati Bell, etc. Connection between premise telephone system and carrier ALI database CAMA trunks ISDN-PRI (preferred choice)

46 Understanding PS-ALI Service Pricing: PS-ALI service One Time Set Up Cost Ex: $2,000/50 records to $8,000/2,000 records Monthly Recurring Cost Ex: $30/50 records to $150+/2,000 records More records = More Cost

47 Understanding PS-ALI Service AT&T (Legacy SBC region) 911 Locator ID Direct interface to update DB Scales to thousands of records 911 Locator ID Lite Less than 25 records static DB

48 Understanding PS-ALI Service AT&T (Legacy Bell South region) 911 Pinpoint AT&T (Legacy PAC Bell / Southwestern Bell region) PS-ALI service

49 Understanding PS-ALI Service Verizon PS-ALI $2500 set up fee No recurring fees

50 Understanding PS-ALI Service Qwest PS-ALI Embarq (legacy Sprint) PS-ALI Intrado Primarily serves carriers but will work with large enterprises on a case-by-case basis

51 Understanding PS-ALI Service SIP Trunks IP-based trunks may require services from a VoIP Positioning Center (VPC) 911 Enable Intrado Red Sky TeleCommunication Systems Vixxi SIP trunks allow for even more record detail than conventional trunks

52 Enterprise E911 Design Considerations

53 E911 Design Considerations Key Decision: Define Zones (Emergency Response Locations) to be used More Zones = More Work/Cost Identify level of granularity desired Considerations Station/User density Ease of access Ability to visually ascertain the area

54 E911 Design Considerations Tools Building Floor Plans Site walk-throughs Fire alarm zones Local Police or Fire may have insight

55 E911 Design Considerations Question to ask: Knowing the ALI - Could I quickly find the caller? Large spaces Many cubicles

56 E911 Design Considerations Determining the number of zones Defines the number of PS-ALI records needed

57 E911 Design Considerations Problem children Soft Phones Inside the enterprise vs outside the enterprise Networked sites Crossing PSAP boundaries could mean you will be sending calls to various PSAPs Define which sites are served by what PSAPs Crossing boundaries could mean you will be served out of multiple carrier ALI databases Define which carrier s databases are serving each PSAP you are sending calls to

58 E911 Design Considerations Problem children (cont.) SIP Phones SIP phones as opposed to the manufacturer s IP phones may limit full E911 functionality

59 Resources (MLTS Model Legislation) www.911dispatch.com

60 plantemoran.com